Report abuse
Procedure for reporting legal violations, illegal content, or breaches of our terms
If you believe someone is using SmartHomeEntry in a way that violates the law, breaches our Acceptable Use Policy (AUP), or infringes your copyright - report it to us. We respond quickly and take every report seriously.
Reporting address
[email protected]Actively monitored - we respond within 48 hours (Monday-Friday). Critical cases (CSAM, terrorism) - within 24h.
What you can report
- Copyright infringement (DMCA / piracy)
- Child Sexual Abuse Material (CSAM) - highest priority
- Phishing, malware, or ransomware hosted by a user
- Spam, mass mailings, scrapers
- Cyberattacks (DDoS, port scanning, hacking) originating from a SmartHomeEntry subdomain
- Terrorist content, incitement to violence, drug or weapons trafficking
- GDPR violations - public exposure of someone else's personal data
How to report - what to include in your email
- Your contact details (name, email, optionally company or authority name)
- URL/subdomain concerned (e.g. tunnel-name.smarthomeentry.com)
- Description of the problem - what exactly the violation involves
- Evidence - screenshots, file hash, link to the original content (for DMCA)
- For DMCA: a statement under penalty of perjury that you are the rights owner or an authorized representative
- For police/prosecutor reports: case number, legal basis, identification document
What happens after a report
Step 1 - within 24 hours
We verify the report (whether the subdomain exists, whether the reporter identifies themselves). For obvious violations (CSAM, malware) - immediate suspension of the tunnel.
Step 2 - within 48 hours
We notify the customer of the report and require a response within 7 days. We retain metadata logs for any potential proceedings.
Step 3 - within 7 days
If the customer confirms the violation or fails to respond - permanent ban + no refund of the remaining subscription period. In case of an appeal - escalation to a lawyer or mediation.
Step 4 - for serious violations
We cooperate with law enforcement and hand over metadata logs as required by law. CSAM - immediate report to NCMEC and the Polish National Police.
Response times
| CSAM, terrorist content - 4 hours + report to authorities |
| Active malware, phishing - 24 hours |
| DMCA, copyright infringement - 48 hours |
| Other - 5 business days |
For law enforcement
Requests from police, prosecutors, courts, and intelligence services are handled with priority. We require a valid legal document (court order, prosecutor's request) in accordance with Polish criminal procedure. Dedicated address: [email protected]. We disclose only metadata (timestamp, bandwidth, customer IP) - we do not hold tunnel content (mere conduit under the DSA).
No retaliation
We do not share the reporter's data with the customer subject to the report. Good-faith reports are protected - even if they turn out to be unfounded.